Cisco Unified Communications Manager Attendant Console

Tip If you upgraded Cisco Unified Communications Manager to release 7.0(1), you can download the Cisco Unified Communications Manager Attendant Console plug-in. Cisco does not support the Cisco Unified Communications Manager Attendant Console with new installations of Cisco Unified Communications Manager 7.0(1), and the plug-in does not display in the Find and List Plugins window in Cisco Unified Communications Manager Administration.

If you reinstall Cisco Unified Communications Manager 7.0 on a server after an upgrade to 7.0, the Cisco Unified Communications Manager Attendant Console plug-in does not display in Cisco Unified Communications Manager Administration on that server after you install 7.0.

Cisco recommends that you download the Cisco Unified Communications Manager Attendant Console plug-in from the first node in the cluster. Cisco recommends that you save the plug-in to a location on a PC that you will remember in case you cannot access Cisco Unified Communications Manager Administration.

Cisco Unified Communications Manager Attendant Console, a client-server application, allows you to use a graphical user interface that contains speed-dial buttons and quick directory access to look up phone numbers, monitor line status, and direct calls. A receptionist or administrative assistant can use the attendant console to handle calls for a department or company, or another employee can use it to manage his own telephone calls.

The attendant console installs on a PC with IP connectivity to the Cisco Unified Communications Manager system. The attendant console works with a Cisco Unified IP Phone that is registered to a Cisco Unified Communications Manager system.Multiple attendant consoles can connect to a single Cisco Unified Communications Manager system. When a server fails, the attendant console automatically connects to another server in the cluster.

The application registers with and receives call-dispatching, login, line state, and directory services from the Cisco CallManager Attendant Console Server service on the Cisco Unified Communications Manager server. Cisco Unified Communications Manager Attendant Console receives calls that are made to a virtual directory number that is called a pilot point and directs calls to a list of destinations in a hunt group. You can configure the order in which members of the hunt group receive calls and whether Cisco Unified Communications Manager Attendant Console queues calls when all attendants are busy.

Before a user can log in to an attendant console to answer and direct calls, you must add the user as an attendant console user and optionally assign a password to the user. You can add or delete attendant console users and modify user IDs and password information in the Cisco Unified Communications Manager Attendant Console User Configuration window in Cisco Unified Communications Manager Administration.

Note Be aware that attendant console user IDs and passwords are not the same as directory users and passwords that are entered in the End User Configuration window in Cisco Unified Communications Manager Administration.

If a user cannot log in to the attendant console, make sure that Cisco CallManager and Cisco CallManager Attendant Console Server services are both running. Verify that the user has been added in the Cisco Unified Communications Manager Attendant Console User Configuration area of Cisco Unified Communications Manager Administration and that the correct user name and password are specified in the Login dialog box in the attendant console client application.

In addition to configuring Cisco Unified Communications Manager Attendant Console users, you must configure one Attendant Console ac application user. If you do not configure this user, the attendant console cannot interact with CTIManager. For information on setting up the Attendant Console application users in Cisco Unified Communications Manager Administration, see the "Configuring the ac Application User" section and the "Interactions and Restrictions" section.

Tip Do not associate devices with the ac application user.

If you want to use only a subset of phones with Cisco Unified Communications Manager Attendant Console, for example, for security purposes, you must configure the application user, ACDeviceAuthenticationUser, and associate the subset of phones that you want to use with Cisco Unified Communications Manager Attendant Console with the ACDeviceAuthenticationUser application user. For information on how to perform this task, see the "Configuring the ACDeviceAuthenticationUser Application User for Device Security" section.

Understanding Pilot Points and Hunt Groups

A pilot point, a virtual directory number that is never busy, alerts the Cisco Unified Communications Manager Attendant Console to receive and direct calls to hunt group members. A hunt group comprises a list of destinations that determine the call redirection order.

Note Cisco Unified Communications Manager Attendant Console does not route calls to an instance of a shared line on attendant phone if any other instances of the shared line are in use.

For Cisco Unified Communications Manager Attendant Console to function properly, make sure that the pilot point number is unique throughout the system (it cannot be a shared line appearance). When configuring the pilot point, you must choose one of the following routing options:

•First Available Hunt Group Member—Cisco Unified Communications Manager Attendant Console goes through the members in the hunt group in order until it finds the first available destination for routing the call. You can choose this routing option from the Pilot Point Configuration window in Cisco Unified Communications Manager Administration.

•Longest Idle Hunt Group Member—This feature arranges the members of a hunt group in order from longest to shortest idle time. Cisco Unified Communications Manager Attendant Console finds the member with the longest idle time and, if available, routes the call. If not, Cisco Unified Communications Manager Attendant Console continues to search through the group. This feature evenly distributes the incoming call load among the members of the hunt group. You can choose this routing option from the Pilot Point Configuration window in Cisco Unified Communications Manager Administration.

If the voice-mail number is the longest idle member of the group, Cisco Unified Communications Manager Attendant Console routes the call to a voice-messaging system without checking the other members of the group first.

•Circular Hunting—Cisco Unified Communications Manager Attendant Console maintains a record of the last hunt group member to receive a call. When a new call arrives, Cisco Unified Communications Manager Attendant Console routes the call to the next hunt group member in the hunt group.

•Broadcast Hunting—When a call arrives at the pilot point, Cisco Unified Communications Manager Attendant Console answers the call, places the call on hold, adds the call to the queue, and displays the call in the Broadcast Calls window on attendant PCs. While on hold, the caller receives music on hold, if it is configured. Any attendant can answer the call from the Broadcast Calls window.

Note In the Pilot Point Configuration window in Cisco Unified Communications Manager Administration, you must choose a device pool that is associated with the pilot point for pilot point redundancy to work.

Make sure that you configure the ac user and associate all pilot point numbers with the ac user.

When you update a pilot point, make sure that you reset the pilot point. Call processing continues to occur when you reset it.

When a call comes into a pilot point, Cisco Unified Communications Manager Attendant Console uses the hunt group list and the selected call routing method for that pilot point to determine the call destination. During hunt group configuration, you must specify one of the following options for each hunt group member:

•Directory number (device member)

If a directory number is specified, Cisco Unified Communications Manager Attendant Console only checks whether the line is available (not busy) before routing the call.

•Attendant console user plus a line number (user member)

When you specify a user and line number, the user can log in to and receive calls on any Cisco Unified IP Phone in the cluster that the attendant console controls.

If a user and line number are specified, Cisco Unified Communications Manager Attendant Console confirms the following details before routing the call:

–That the user is logged in to the attendant console

–That the user is online

–That the line is available

The attendant can only answer calls on the line number that you specify if that line number is configured on the phone that the attendant used to log in to the attendant console.

Caution To handle overflow conditions, configure your hunt groups, so Cisco Unified Communications Manager Attendant Console route calls to one or more attendant consoles or voice-messaging numbers. To ensure that the voice-messaging number can handle more than one call at a time, check the Always Route Member check box in the Hunt Group Configuration window.

Assume a pilot point named Support exists at directory number 4000. The hunt group for the Support pilot point contains the following members:

•Support Admin, Line 1 and Support Admin, Line 2 (Support Admin represents the attendant console login for the administrative assistant for Support.)

•Three directory numbers for support staff; that is, 1024, 1025, and 1026, listed in the hunt group in that order

•A voice-messaging number, 5060, which is the final member of the hunt group

Figure 11-1 Pilot Point and Hunt Group Example

As shown in Figure 11-1, the following example describes a simple call-routing scenario where the user chose First Available Hunt Member during the configuration of the pilot point:

1. The Cisco Unified Communications Manager Attendant Console receives a call and directs it to the Support Pilot Point, directory number 4000.

2. Because 4000 is a pilot point and First Available Hunt Group Member is chosen as the call-routing option, the Cisco Unified Communications Manager Attendant Console that is associated with the pilot point checks the members of the hunt group in order, beginning with Support Admin, Line 1. Cisco Unified Communications Manager Attendant Console determines that the Support Admin user is not online, directory number 1024 is busy, directory number 1025 is busy, and directory number 1026 is available.

3. Cisco Unified Communications Manager Attendant Console routes the call to the first available directory number, which is 1026. Because 1026 is available, the Cisco Unified Communications Manager Attendant Console never checks the 5060 number.

Understanding Linked Hunt Groups

Linking hunt groups together allows the Cisco Unified Communications Manager Attendant Console to search through more than one hunt group when calls are routed. When they are configured properly, pilot points create a link between hunt groups. Cisco Unified Communications Manager Attendant Console searches each hunt group according to the call-routing method that was chosen during configuration.

Consider the following guidelines when you are linking hunt groups together:

•Configure the individual pilot points and hunt groups first.

•For all except the last hunt group, make sure that the final member of the hunt group is the pilot point for the next hunt group. The pilot point from each group creates a link between the hunt groups, as seen in Figure 11-2.

•To handle overflow conditions, choose a voice-messaging or auto-attendant number as the final member of the last linked hunt group in the chain. If Cisco Unified Communications Manager Attendant Console cannot route the call to any other members in the hunt groups, the call goes immediately to the voice-messaging number in the final hunt group.

•Check the Always Route Member check box in the Hunt Group Configuration window for only the final member of each hunt group.

Caution Cisco strongly recommends that you do
not link the last hunt group back to the first hunt group.

•The last hunt group member of Pilot 1 acts as the pilot point for Pilot 2, while the last hunt group member of Pilot 2 serves as the pilot point for Pilot 3.

•During hunt group configuration, the administrator checked Always Route Member for the last member of each hunt group.

•Each hunt group contains four members, including the linked pilot point.

•JSmith, RJones, and CScott designate attendant console users that are specified as user/line pairs in the hunt groups.

•In Pilot 2, two directory numbers, 35201 and 35222, exist.

•The final hunt group member of Pilot 3, voice-messaging number 5050, handles overflow conditions. The administrator checked Always Route Member when he configured this final hunt group member.

Figure 11-2 Linked Hunt Group Example

As represented in Figure 11-2, the following example describes a simple call- routing scenario for linked hunt groups:

1. The Cisco Unified Communications Manager Attendant Console receives a call and directs it to the first pilot point of the chain, directory number 1000.

2. Because 1000 is a pilot point and First Available Hunt Group Member is chosen as the call-routing method, Cisco Unified Communications Manager Attendant Console checks the members in the hunt group in order, beginning with JSmith, Line 1. Cisco Unified Communications Manager Attendant Console determines that the first three members of the hunt group are unavailable and, therefore, routes the call to directory number 2000, the link to Pilot 2.

3. When the call reaches Pilot 2, Cisco Unified Communications Manager Attendant Console attempts to route the call to the longest idle hunt group member. Because directory numbers 35201 and 35222 are busy, and RJones, Line 3, is offline, Cisco Unified Communications Manager Attendant Console routes the call to the last member of the group, directory number 3000, the link to Pilot 3.

4. Cisco Unified Communications Manager Attendant Console searches through Pilot 3 to find the first available member who is not busy. When Cisco Unified Communications Manager Attendant Console determines that CScott, Line 2, is the first available member, Cisco Unified Communications Manager Attendant Console routes the call to that line. Cisco Unified Communications Manager Attendant Console never checks voice-messaging number 5050.

Understanding Circular Hunt Groups

Circular hunt groups enable Cisco Unified Communications Manager Attendant Console to route calls on the basis of last hunt group member to receive a call. Each hunt group maintains a record of which hunt group member receives a call. When a new call arrives, Cisco Unified Communications Manager Attendant Console dispatches the call to the next hunt group member in the hunt group. In other words, Cisco Unified Communications Manager Attendant Console routes the first call to a hunt group to the first hunt group member, the second call to the second hunt group member, and so on. After the last hunt group member receives a call, Cisco Unified Communications Manager Attendant Console routes calls beginning with the first hunt group member again.

If you want to use circular hunting for linked hunt groups, set each of the pilot points of the linked hunt groups to circular hunting.

Example 11-3 Circular Hunting

Assume a pilot point that is named Circular exists at directory number 4000 and that you chose the Circular Hunting routing algorithm when you configured the pilot point. The hunt group for this pilot point contains the three directory numbers; that is, 1024, 1025, and 1026, listed in the hunt group in that order. Because the Always Route check box is not checked for any of the hunt group members, Cisco Unified Communications Manager Attendant Console determines whether the directory number is busy before routing the call.

Figure 11-3 Circular Hunting Example

As shown in Figure 11-3, the following example describes a simple call-routing scenario where the user configured a Circular pilot point:

1. The Cisco Unified Communications Manager Attendant Console receives a call and directs it to the Circular pilot point, directory number 4000.

2. Because 4000 is a pilot point and Circular Hunting is chosen as the call-routing option, Cisco Unified Communications Manager Attendant Console routes the call to the first hunt group member, which is directory number 1024.

4. Because Circular Hunting is chosen as the call-routing option and directory number 1024 received the last call, Cisco Unified Communications Manager Attendant Console attempts to route the call to the next hunt group member, which is directory number 1025.

5. Cisco Unified Communications Manager Attendant Console determines that directory number 1025 is busy and routes the call to the next hunt group member, directory number 1026.

7. Because Circular Hunting is chosen as the call-routing option and directory number 1026 received the last call, Cisco Unified Communications Manager Attendant Console attempts to route the call to the next hunt group member, which is directory number 1024.

Understanding Broadcast Hunting

Broadcast hunting enables Cisco Unified Communications Manager Attendant Console to answer calls and place them into a queue. The attendant console displays the queued calls to all available attendants after inserting the calls into the queue and to all attendants that become available while the call is in the queue.

Note The attendant console only broadcasts calls to attendants that are set up as user/line number hunt group members in the broadcast hunting pilot point.

The queued calls appear in the Broadcast Calls window on the attendant PC. While in the queue, the callers receive music on hold if you have chosen an audio source from the Network Hold Audio Source and the User Hold MOH Audio Source drop-down list boxes in the Common Device Configuration window or the Pilot Point Configuration window.

Any attendant in the hunt group that is online can answer the queued calls. Cisco Unified Communications Manager Attendant Console does not automatically send the calls to an attendant. When an attendant answers a call, Cisco Unified Communications Manager Attendant Console removes the call from the Broadcast Calls window and displays it in the Call Control window of the attendant who answered the call.

You can specify the following values for each broadcast hunting pilot point:

•Queue Size—This field specifies the number of calls that are allowed in the queue. If the queue is full, Cisco Unified Communications Manager Attendant Console routes calls to the "always route" hunt group member that i s specified on the Hunt Group Configuration window. If you do not specify an always route member, Cisco Unified Communications Manager Attendant Console drops the call when the queue size limit is reached.

•Hold Time—This field specifies the maximum time (in seconds) that Cisco Unified Communications Manager Attendant Console keeps a call in the queue. If the call is in the queue for longer than the "HoldTime," the call gets redirected to the "AlwaysRoute" member. If you do not configure an always route member, the call remains in the queue until an attendant becomes available.

Example 11-4 Broadcast Hunting Example

Assume a pilot point named Service exists at directory number 1000 and supports broadcast hunting. The hunt group for this pilot contains the following members:

•Three user/line number pairs for service staff; that is, Mary Brown/Line #1, Joe Williams/Line #2, and Doris Jones/Line #1, listed in the hunt group in that order

•A voice-messaging number, 7060, which is the final member of the hunt group

The following example describes a simple call-routing scenario where the user chose Broadcast Hunting during the configuration of the pilot point:

1. The Cisco Unified Communications Manager Attendant Console receives a call and directs it to the Service Pilot Point, directory number 1000.

2. Because Broadcast is chosen as the call-routing option for the Service pilot point, the Cisco Unified Communications Manager Attendant Console that is associated with the pilot point checks the queue. Cisco Unified Communications Manager Attendant Console determines that the queue is not full and routes the call to the queue. The caller receives music on hold.

Understanding Call Queuing

You can configure a pilot point to support call queuing, so when a call comes to pilot point and all hunt groups members are busy, Cisco Unified Communications Manager Attendant Console sends calls to a queue. While in the queue, the callers receive music on hold if you have chosen an audio source from the Network Hold Audio Source and the User Hold MOH Audio Source drop-down list boxes in the Common Device Configuration window or the Pilot Point Configuration window. The attendants cannot view the queued calls. When a hunt group member becomes available, Cisco Unified Communications Manager Attendant Console redirects the call to that hunt group member.

You enable queuing for a pilot point by checking the Queuing Enabled check box on the Pilot Point Configuration window. You must also enter a value in the Queue Size field and the Hold Time (in Seconds) field. The queue size specifies the number of calls that are allowed in the queue. If the queue is full, Cisco Unified Communications Manager Attendant Console routes calls to the "always route" hunt group member that is specified on the Hunt Group Configuration window. If you do not specify an always route member, Cisco Unified Communications Manager Attendant Console drops the call when the queue size limit is reached. The hold time specifies the maximum time (in seconds) that Cisco Unified Communications Manager Attendant Console keeps a call in the queue. If the call is in the queue for longer than the "HoldTime," the call gets redirected to "AlwaysRoute" member. If the "AlwaysRoute" member is not configured, no action occurs.

The attendant console server reads and caches directory entries at startup. After an initial handshake determines whether the directory entries changed since the previous log in, the attendant console downloads the directory user list. The attendant console also downloads the user list when the interval in the Directory Reload Interval field in the Attendant Settings dialog box expires or when the user clicks the Reload button in the Directory window.

The attendant console searches the following files (in order) for the user list:

•User list file that is specified in the Path Name of Local Directory File in the Attendant Settings dialog box on the attendant PC

•AutoGenerated.txt file that is generated by the Cisco Unified Communications Manager Attendant Console service and stored in the userlist directory on the Cisco Unified Communications Manager Attendant Console server when the Cisco CallManager Attendant Console Server service starts and when the directory sync period expires if the Directory Sync Period service parameter does not equal zero. The attendant console saves the file as CorporateDirectory.txt.

To modify the Directory Sync Period service parameter, choose System > Service Parameters. Choose the appropriate server from the Server drop-down list box and choose the Cisco CallManager Attendant Console Server service from the Service drop-down list box.

The user list file exists in comma separate value (CSV) format and contains the following information:

•Last Name

•First Name

•Telephone Number

•Department

Note Directory entries without telephone numbers do not display in the attendant console Directory window.

The attendant console server also stores per-attendant information such as speed-dial groups/entries and window positions in the database, which ensures that each attendant can use the per-attendant settings from any PC into which the attendant logs.

Understanding the Cisco CallManager Attendant Console Server Service

The attendant console application registers with and receives call-dispatching services from the Cisco CallManager Attendant Console Server service. The Cisco CallManager Attendant Console Server service provides communication among Cisco Unified Communications Manager servers, attendant consoles, and the Cisco Unified IP Phones that are used with the attendant consoles.

Note If you use the attendant console in a cluster environment, make sure that all Cisco Unified Communications Managers within a cluster have the Cisco CallManager Attendant Console Server service activated and running.You must manually activate the Cisco CallManager Attendant Console Server service through Cisco Unified Serviceability. To work properly, attendant console redundancy requires this setup; however, not all Cisco Unified Communications Manager Attendant Console Servers are required to have a route point.

•Cisco Unified Communications Manager Attendant Console caches the list of servers into the GlobalSettings.xml file that is located in C:\Program Files\Cisco\Unified Communications Manager Attendant Console\data.

•Cisco Unified Communications Manager Attendant Console client application uses the server list to locate the servers that are running CTIManager. The list of CTI services provides scalability. Customer can provision a single machine as the call processing server (CTI server) instead of running the CTI service on the same machine as the Cisco CallManager service and the Cisco CallManager Attendant Console Server service.

•The attendant console that is attached to the failed server uses the list in the GlobalSettings.xml file to locate and connect to another Cisco Unified Communications Manager server.

•The Cisco CallManager Attendant Console Server service that is running on the Cisco Unified Communications Manager server takes over servicing of the route points that are associated with the failed Cisco Unified Communications Manager.

•When the failed Cisco Unified Communications Manager comes back up, its Cisco CallManager Attendant Console Server resumes servicing its route points and attendant consoles. The attendant resumes service with the recovered Cisco Unified Communications Manager after the attendant closes and reopens the console.

To ensure redundancy for the Cisco Unified Communications Manager Attendant Console application, perform one of the following tasks:

•In default configurations where CTIManager and Cisco CallManager Attendant Console Server are running on all nodes in the Cisco Unified Communications Manager cluster, enter the IP address of one server that is running Cisco CallManager Attendant Console Server in the Attendant Settings dialog box on the attendant PC.

•If Cisco CallManager Attendant Console Server and CTIManager are not running on all nodes in the cluster, enter a comma separated list of the IP addresses of servers in the cluster that have an active CTIManager in the Call Processing Server Host Names or IP Addresses field on the Advanced Tab of the Attendant Settings dialog box on the attendant PC.

Firewall Support for Attendant Console

Attendant console clients and attendant console servers communicate through Java RMI, which is also how attendant console servers communicate with each other. They only differ in that no firewall exists between servers.

The attendant console server uses a custom RMI socket to bind to specific TCP ports for sending the RMI response to the client. You can configure this by using Service Parameter RMI Bind Port.

RMI uses a TCP Callback Port to send callback messages to the attendant console client. You can configure the attendant console Client Callback Port by using Settings Dialog.

Attendant PC Requirement

The following list provides PC requirements for the attendant console:

•Operating system—Windows 2000 and Windows XP

•Network connectivity to the Cisco Unified Communications Manager

Cisco Unified IP Phone and Voice-Messaging Requirements for Use with the Attendant Console

The attendant console works in conjunction with a Cisco Unified IP Phone. Configure the attendant console to connect the Cisco Unified IP Phone to its registered Cisco Unified Communications Manager server. To configure the attendant console, make sure that the IP Address or Host Name field in the Attendant Console Settings dialog box specifies the address of the Cisco Unified Communications Manager server to which the Cisco Unified IP Phone is normally registered.

Cisco Unified IP Phones that are used with the attendant console must meet the following guidelines:

•Use the attendant console with any Cisco Unified IP Phone 7905G, 7911G, 7912G, 7912G-A, 7940G, 7941G, 7941G-GE, 7960G, 7961G, 7961G-GE, 7970G and 7970G-GE that is using SCCP. You cannot use phones that run SIP as attendant phones, but attendants can receive and handle calls from phones that run SIP.

•Make sure that the Cisco Unified IP Phone is added as a device in Cisco Unified Communications Manager before it is used with the attendant console.

•Make sure that you check the Allow Control of Device from CTI check box on the Phone Configuration window (Device > Phone) for each attendant phone. The system enables this field by default. If this check box is not checked for the attendant phone, call control does not come up for the attendant console

•Make sure that you configure voice messaging for each directory number that the attendant can access. If you do not, the attendant cannot forward calls to voice-messaging system.

•Do not use a shared-line appearance for pilot points. Make sure that directory numbers for pilot points do not appear on any other device in the system. Attendant phones can share lines with other attendants or non-attendants.

•Disable call forwarding for lines and directory numbers on Cisco Unified IP Phones that are used as attendant consoles.

•If an attendant console user will be logging in to the attendant console at more than one phone, ensure that each phone is set up according to these guidelines and that each phone is registered with its own attendant console.

•Based on the line settings on Directory Number Configuration window, Cisco Unified Communications Manager Attendant Console can support multiple calls on a line. When no more outgoing calls can be made on a line, Cisco Unified Communications Manager Attendant Console displays a warning message when the attendant attempts to make a call.

Interactions and Restrictions

The following sections describe the interactions and restrictions for Cisco Unified Communications Manager Attendant Console:

Cisco Extension Mobility

If a user logs in to or logs off the Cisco Unified IP Phone by using Cisco Extension Mobility while logged in to Cisco Unified Communications Manager Attendant Console, the Cisco Unified IP Phone resets, and the call-control status of the attendant console goes down. Cisco Unified Communications Manager Attendant Console displays a message that indicates that the attendant needs to log out and log back in if the directory numbers of the phone have changed. The user must log out of the Cisco Unified Communications Manager Attendant Console. When logging back into the Cisco Unified Communications Manager Attendant Console, the attendant must specify the current directory number of the phone in the Directory Number of Your Phone field of the Settings dialog box.

Music On Hold

If you have chosen an audio source from the Network Hold Audio Source and the User Hold MOH Audio Source drop-down list boxes in the Common Device Configuration window or on the Pilot Point window, queued callers receive music on hold while in the queue. The selections that you make on the Pilot Point Configuration window override those that you make on the Common Device Configuration window.

Call Park

You must associate the ac application user to the Standard CTI Allow Call Park Monitoring group (found on the Cisco Unified Communications Manager Administration User Group Configuration window). If you do not associate the ac application user to this group, pilot points do not register, and the call control does not go up on the console.

Directed Call Park

Attendants must use the Consult Transfer button to send calls to a directed park number. If they use the Transfer button, the system cannot revert the call to the attendant when the reversion timeout period expires, and the caller receives a reorder tone.

Calls that are sent to a directed park number do not display in the Parked Calls window in the Cisco Unified Communications Manager Attendant Console.

CTI

You must associate the ac application user to the Standard CTI Enabled users group and the Standard CTI Allow Call Park Monitoring group (found in the Cisco Unified Communications Manager Administration User Group Configuration window). If you do not associate the ac application user to these groups, pilot points do not register, and the call control does not go up on the console.

Intercom

Super Provider Feature Support

For Cisco Unified Communications Manager Attendant Console, you must always enable the super provider feature by associating the ac application user with the user group, Standard CTI Allow Control of All Devices; furthermore, do not associate any devices with the ac application user.

After you associate the ac application user with the user group, Standard CTI Control of all Devices, which is a mandatory task that you must perform, you can use any phone that is registered in the cluster with Cisco Unified Communications Manager Attendant Console.

In addition, if you want to use only a subset of phones with Cisco Unified Communications Manager Attendant Console, for example, for security purposes, you must configure the application user, ACDeviceAuthenticationUser, and associate the subset of phones that you want to use with Cisco Unified Communications Manager Attendant Console with the ACDeviceAuthenticationUser application user. For information on how to perform this task, see the "Configuring the ACDeviceAuthenticationUser Application User for Device Security" section.

Caution Associating devices to the ac application user can cause system instability.

During an upgrade from Cisco Unified CallManager Release 4.x, the system automatically converts the ac application user to a superprovider user and disassociates the devices that were previously associated to the application user.

Restrictions

•You cannot use phones that run SIP as attendant phones, but attendants can receive and handle calls from phones that run SIP.

•The attendant console does not show the correct call forward all (CFA) status of certain phones that run SIP, including Cisco Unified IP Phone 7940 and 7960.

•Cisco CallManager Attendant Console Server does not route calls to an instance of a shared line on attendant phone if any other instances of the shared line are in use.

•If you use the attendant console in a cluster environment, make sure that all Cisco Unified Communications Managers within a cluster have the Cisco CallManager Attendant Console Server service activated and running.You must manually activate the service through Cisco Unified Serviceability. To work properly, attendant console redundancy requires this setup; however, not all Cisco CallManager Attendant Console Servers are required to have a route point.

•Cisco Unified Communications Manager Attendant Console does not support a dual-monitor setup on the attendant PC.

•Cisco Unified Communications Manager Attendant Console does not support Barge and cBarge; however, the client interface does display any activity that is related to these features.

•Do not use a shared-line appearance for pilot points and hunt group members. Make sure that directory numbers for pilot points and hunt group members do not appear on any other device in the system.

•Disable call forwarding for lines and directory numbers on Cisco Unified IP Phones that are used as attendant consoles.

•Cisco Unified Communications Manager Attendant Console recognizes partitions but has the following problems working with them:

–If a directory number exists in more than one partition, the attendant console displays the line state of the DN that changed last. This means that an incorrect line state may appear for a particular individual in the directory.

–If a directory number in the hunt group also exists in another partition, Cisco Unified Communications Manager Attendant Console may not route calls appropriately. Consider a scenario in which directory number 2000 exists in Partition1 and Partition2, and directory number 2000 (Partition1) exists in a hunt group. If directory number 2000 (Partition2) receives a call, Cisco Unified Communications Manager Attendant Console considers the line state of directory number 2000 (Partition1) to be busy and does not route calls to that directory number.

•A user cannot activate call back for a Cisco Unified Communications Manager Attendant Console pilot point number over a QSIG-enabled intercluster trunk or QSIG-enabled trunk. If the user attempts to activate call back to a Cisco Unified Communications Manager Attendant Console pilot point number over a QSIG-enabled intercluster trunk or QSIG-enabled trunk, the message "Callback Cannot be activated on xxxx" displays on the user phone. The user can activate call back for a Cisco Unified Communications Manager Attendant Console pilot point if that pilot point exists in the same Cisco Unified Communications Manager cluster as the user DN.

•Cisco Unified Communications Manager Attendant Console does not work with the group call pickup feature. Because of JTAPI and CTI limitations, the attendant console user interface cannot appropriately handle calls coming from or made to phones that belong to a call pickup group.

•Make sure that you do not add attendant console pilot points or hunt group members or any directory numbers on an attendant phone to line groups in Cisco Unified Communications Manager Administration.

•When two attendant console clients share a line, the attendant console does not always accurately display the attendant who parked a call in the Call Park window. When attendant #1 parks a call, the correct information regarding who parked the call displays on the PC of attendant #2; however, Cisco Unified Communications Manager Attendant Console does not display correct information regarding who parked the call on the PC of attendant #1. On the PC of attendant #1, Cisco Unified Communications Manager Attendant Console displays that attendant #2 parked the call rather than attendant #1.

•The Cisco Unified Communications Manager Attendant Console does not support the intercom feature. The attendant console GUI shows intercom and other lines, but does not display the hunt group member line when the intercom feature is configured on a phone that is a member of a hunt group.

•Do not associate any devices with the ac application user.

•With Cisco Unified Communications Manager Attendant Console, hunting does not occur if the call is not answered. After a call is directed to a directory number and the phone rings, the call does not get redirected to the next directory number in the group if the call is not answered.

If you upgraded Cisco Unified Communications Manager to release 7.0(1), you can download the Cisco Unified Communications Manager Attendant Console plug-in. Cisco does not support the Cisco Unified Communications Manager Attendant Console with new installations of Cisco Unified Communications Manager 7.0(1), and the plug-in does not display in the Find and List Plugins window in Cisco Unified Communications Manager Administration.

If you reinstall Cisco Unified Communications Manager 7.0 on a server after an upgrade to 7.0, the Cisco Unified Communications Manager Attendant Console plug-in does not display in Cisco Unified Communications Manager Administration on that server after you install 7.0.

Cisco recommends that you download the Cisco Unified Communications Manager Attendant Console plug-in from the first node in the cluster. Cisco recommends that you save the plug-in to a location on a PC that you will remember in case you cannot access Cisco Unified Communications Manager Administration.

The following lists describes the tasks that you must perform to activate and install Cisco Unified Communications Manager Attendant Console:

1. Use Cisco Unified Serviceability to activate and start the Cisco CallManager Attendant Console Server service on all servers that are running the Cisco CallManager service and to activate the CTIManager service on one server in the cluster. Refer to the Cisco Unified Serviceability Administration Guide.

4. If the attendants require Cisco Attendant Console user windows to display in a language other than English, make sure that you install the Cisco Unified Communications Manager Locale Installer on every server in the cluster. For more information, refer to the Cisco Unified Communications Operating System Administration Guide.

Configuring Cisco Unified Communications Manager Attendant Console

For successful configuration of Cisco Unified Communications Manager Attendant Console, perform the steps in the configuration checklist. The following sections provide configuration information:

After you create the ac application user, add the ac application user to the Standard CTI Enabled group, the Standard CTI Allow Call Park Monitoring group, and the Standard CTI Allow Control of All Devices user group.

If you want to use security with the Cisco Unified Communications Manager Attendant Console, for example, you want to use a subset of phones with Cisco Unified Communications Manager Attendant Console, create the ACDeviceAuthenticationUser application user.

After you create the ACDeviceAuthenticationUser application user, associate the phones that you want to use for Cisco Unified Communications Manager Attendant Console with this application user.

Create dial rules to transform directory numbers into a dialable pattern. Each rule specifies which numbers to transform based on the beginning digits and length of the number.

For example, you can create a dial rule that automatically removes the area code and prefix digits from a 10-digit telephone number beginning with 408525 and adds 89 to the beginning of the telephone number to provide access to an outside line. In this case, the number 4085256666 becomes 8956666.

Directory lookup rules transform caller identification numbers into numbers that can be looked up in the directory.

For example, you can create a directory lookup rule that automatically removes the area code and 2 prefix digits from a 10-digit telephone, which would transform 4085551212 into 51212. If Cisco Unified Communications Manager Attendant Console can match the number with a user in the speed dial entries of the attendant or in the directory, the attendant console displays the name in the Call Detail window.

Install and configure the attendant console on each attendant console user PC.

If you upgraded Cisco Unified Communications Manager to release 7.0(1), you can download the Cisco Unified Communications Manager Attendant Console plug-in. Cisco does not support the Cisco Unified Communications Manager Attendant Console with new installations of Cisco Unified Communications Manager 7.0(1), and the plug-in does not display in the Find and List Plugins window in Cisco Unified Communications Manager Administration.

Tip After a Cisco Unified Communications Manager upgrade, you must reinstall the Cisco Unified Communications Manager Attendant Console Plug-in on the attendant PCs.

Step 2 To find all records in the database, ensure the dialog box is empty; go to Step 3.

To filter or search records, perform one of the following tasks:

•From the drop-down list box, choose a search parameter.

•Specify the appropriate search text, if applicable.

Note To add additional search criteria, click the + button. When you add criteria, the system searches for a record that matches all criteria that you specify. To remove criteria, click the - button to remove the last added criteria or click the Clear Filter button to remove all added search criteria.

Step 3 Click Find.

All or matching records display. You can change the number of items that display on each page by choosing a different value from the Rows per Page drop-down list box.

Note You can delete multiple records from the database by checking the check boxes next to the appropriate record and clicking Delete Selected. You can delete all configurable records for this selection by clicking Select All and then clicking Delete Selected.

Step 4 From the list of records that display, click the link for the record that you want to view.

Note To reverse the sort order, click the up or down arrow, if available, in the list header.

Configuring an Attendant Console User

This section describes how to configure an attendant console user. You must add users through the Cisco Unified Communications Manager Attendant Console User Configuration window in Cisco Unified Communications Manager Administration before the users can log in to an attendant console.

Note Be aware that attendant console user IDs and passwords are not the same as those for directory users and passwords that are entered in the End User Configuration window in Cisco Unified Communications Manager Administration.

Deleting an Attendant Console User

This section describes how to view, update, or delete a Cisco attendant console user.

Before You Begin

To find out which hunt groups are using the attendant console user, click the Dependency Records link from the Cisco Unified Communications Manager Attendant Console User Configuration window. If the dependency records are not enabled for the system, the dependency records summary window displays a message. For more information about dependency records, refer to the "Accessing Dependency Records" section in the Cisco Unified Communications Manager Administration Guide. If you try to delete an attendant console user that is in use, Cisco Unified Communications Manager displays a message. To delete an attendant console user that is currently in use, you must perform either or both of the following tasks:

Tip From the Find and List window, you can delete multiple users by checking the check boxes next to the appropriate users and clicking Delete Selected. You can delete all users in the window by clicking Select All, then clicking Delete Selected.

Tip Make sure that the user ID that you use for the attendant console application user is the same as the value in the JTAPI username field in the Service Parameters Configuration window for the Cisco CallManager Attendant Console Server service. For information on accessing the Cisco CallManager service parameters, see the "Cisco CallManager Attendant Console Server Service Configuration" section.

Step 4 In the Password field, enter a password such as 12345.

Step 5 In the Confirm Password field, reenter the password.

Step 6 Click Save.

Next Steps

Add the ac application user to the Standard CTI Enabled group, the Standard CTI Allow Call Park Monitoring group, and the Standard CTI Allow Control of All Devices user group.

If you want to enable device security for the Cisco Unified Communications Manager Attendant Console, for example, you want to use a subset of phones instead of all phones that the super provider feature supports, you must configure an application user, ACDeviceAuthenticationUser, as well as associate the attendant phones with this application user.

Perform the following procedure to configure the ACDeviceAuthenticationUser application user.

Procedure

Step 1 Choose User Management > Application User.

The Find and List Application Users window displays.

Step 2 Click Add New.

Step 3 To create the device authentication user, enter the user ID as ACDeviceAuthenticationUser in the User ID field.

Tip Make sure that the user ID that you use for the device authentication user is the same as the value in the ACDeviceAuthentication field in the Service Parameters Configuration window for the Cisco CallManager Attendant Console Server service. For information on accessing the Cisco CallManager service parameters, see the "Cisco CallManager Attendant Console Server Service Configuration" section.

Step 4 In the Password field, enter a password such as 12345.

Step 5 In the Confirm Password field, reenter password.

Step 6 Click Save.

Next Steps

After you create the ACDeviceAuthenticationUser application user, associate the phones that you want to use for Cisco Unified Communications Manager Attendant Console with this application user.

Before the attendant uses the attendant console, you must associate the attendant console phones to the attendant console device authorization user that you created on the Application User Configuration window. Perform the following procedure:

Step 2 From the Available Devices list in the Device Associations box, choose the attendant phones that you want to associate with the device authorization user and click the down arrow to move the devices to the Controlled Devices box. To choose multiple devices, Ctrl+click the devices. To locate specific devices, click the Find More Phones button, locate the devices as described in "Finding a Pilot Point" section, check the check boxes next to the pilot points that you want to associate to the ac user, and click Add Selected.

Finding a Pilot Point

This section describes how to find a pilot point.

Note During your work in a browser session, Cisco Unified Communications Manager Administration retains your pilot point search preferences. If you navigate to other menu items and return to this menu item, Cisco Unified Communications Manager Administration retains your pilot point search preferences until you modify your search or close the browser.

Step 2 To find all records in the database, ensure the dialog box is empty; go to Step 3.

To filter or search records, perform one of the following tasks:

•From the first drop-down list box, choose a search parameter.

•From the second drop-down list box, choose a search pattern.

•Specify the appropriate search text, if applicable.

Note To add additional search criteria, click the + button. When you add criteria, the system searches for a record that matches all criteria that you specify. To remove criteria, click the - button to remove the last added criteria or click the Clear Filter button to remove all added search criteria.

Step 3 Click Find.

All or matching records display. You can change the number of items that display on each page by choosing a different value from the Rows per Page drop-down list box.

Note You can delete multiple records from the database by checking the check boxes next to the appropriate record and clicking Delete Selected. You can delete all configurable records for this selection by clicking Select All and then clicking Delete Selected.

Step 4 From the list of records that display, click the link for the record that you want to view.

Note To reverse the sort order, click the up or down arrow, if available, in the list header.

Step 5 To associate a directory number for the pilot point, click Line 1 in the Association Information pane.

The Directory Number Configuration window displays.

Step 6 Enter the directory number that you want to use for the pilot point from the Directory Number field and click Save. To configure the DN fields, see Directory Number Configuration in the Cisco Unified Communications Manager Administration Guide.

Note After the pilot point is created, you must configure a hunt group to specify which attendants receive the calls that come in to the pilot point. For more information, see the "Configuring Hunt Group Members" section.

Pilot Point Configuration Settings

Enter up to 15 alphanumeric characters, including spaces, to specify a descriptive name for the pilot point.

Description

Enter a description of the pilot point. This description can contain up to 50 characters.

Device Pool

The device pool comprises a group of Cisco Unified Communications Managers in prioritized order. The first Cisco Unified Communications Manager in the list represents the primary Cisco Unified Communications Manager for the pilot point.

Route Calls To

Choose the method by which Cisco Unified Communications Manager Attendant Console routes calls to attendants. The available methods include

•First Available Hunt Group Member—Routes incoming calls to the first available member of a hunt group.

•Longest Idle Hunt Group Member—Routes incoming calls to the route group member that has been idle for the longest time. If the voice-messaging number is the longest idle member of the group, Cisco Unified Communications Manager Attendant Console routes the call to voice-messaging system without first checking the other members of the group.

•Circular Hunting—Cisco Unified Communications Manager Attendant Console maintains a record of the last hunt group member to receive a call. When a new call arrives, Cisco Unified Communications Manager Attendant Console routes the call to the next hunt group member in the hunt group.

•Broadcast Hunting—When a call arrives at the pilot point, Cisco Unified Communications Manager Attendant Console answers the call, places the call on hold, adds the call to the queue, and displays the call in the Broadcast Calls window on attendant PCs. While on hold, the caller receives music on hold, if it is configured. Any attendant can answer the call from the Broadcast Calls window.

Location

This field specifies a selection of locations that are defined by using System > Location. When a location is defined, a location name and audio and video bandwidths get specified.

Media Resource Group

Choose the appropriate Media Resource Group List. A Media Resource Group List specifies a prioritized list of media resource groups. Cisco Unified Communications Manager Attendant Console selects the required media resource (for example, a Music On Hold server, transcoder, or conference bridge) from the available media resource groups according to the priority order that is defined in the media resource group list.

Choose the audio source that Cisco Unified Communications Manager Attendant Console uses when the attendant places a caller on hold.

Queuing Enable

If you want Cisco Unified Communications Manager Attendant Console to queue calls when all attendants in a hunt group are busy, check the Queuing Enable check box. To complete the call-queuing configuration, enter values in the Queue Size and Queue Hold Time (in Seconds) fields.

Queue Size

This field specifies the number of calls that are allowed in the queue. If the queue is full, Cisco Unified Communications Manager Attendant Console routes calls to the "always route" member that is specified on the Hunt Group Configuration window. If you do not specify an always route member, Cisco Unified Communications Manager Attendant Console drops the call when the queue size limit is reached.

The numbers range from 0 to 255. The default specifies 32.

Queue Hold Time (in Seconds)

This field specifies the maximum time (in seconds) that Cisco Unified Communications Manager Attendant Console keeps a call in the queue.

If a call remains on hold for the number of seconds that are entered in this field and you configured an "always route" hunt group member on the Hunt Group Configuration window, Cisco Unified Communications Manager Attendant Console sends the call to the always route member that is specified on the Hunt Group Configuration window. If you do not configure an always route member, the call remains in the queue until an attendant becomes available.

Enter 0 in this field to keep calls in the queue until an attendant becomes available.

Deleting a Pilot Point

This section describes how to delete a pilot point.

Before You Begin

To find out which virtual directory numbers are using the pilot point, choose the Dependency Records link from the Related Links drop-down list box that is on the Pilot Point Configuration window. If the dependency records are not enabled for the system, the dependency records summary window displays a message. For more information about dependency records, refer to the "Accessing Dependency Records" section in the Cisco Unified Communications Manager Administration Guide. If you try to delete a pilot point that is in use, Cisco Unified Communications Manager displays a message. To delete a pilot point that is currently in use, you must delete the virtual directory numbers that are using the pilot point.

Note You do not have to restart the Cisco CallManager Attendant Console Server service or the Cisco CallManager service after you delete a pilot point for the deletion to take effect.

Step 2 Click the name of the pilot point that you want to delete. The Pilot Point Configuration window displays with information for the chosen pilot point.

Step 3 To remove the pilot point, click the Delete button.

Approximately 10 minutes after you delete a pilot point, Cisco Unified Communications Manager Attendant Console stops directing calls to any hunt group members that are associated with that pilot point.

Tip From the Find and List window, you can delete multiple pilot points by checking the check boxes next to the appropriate pilot points and clicking Delete Selected. You can delete all pilot points in the window by clicking Select All, then clicking Delete Selected.

Resetting a Pilot Point

You must reset the pilot point after you update pilot point configuration settings. When you reset the pilot point, the Cisco CallManager service continues to run, and call processing continues to occur. Perform the following procedure to reset the pilot point:

Configuring Hunt Groups

After you configure the pilot point, you must configure the hunt group. A hunt group comprises an ordered list of destinations (either directory numbers or attendant console user/line numbers) to which Cisco Unified Communications Manager Attendant Console directs incoming calls.

Hunt Group Configuration Settings

This field displays the name of the pilot point for which you are configuring hunt group members.

Pilot Number (DirN)

This field displays the directory number that is associated with the pilot point for which you are configuring hunt group members.

Hunt Group Member

This read-only field reflects the information that you choose from the Hunt Group Configuration window whether you enter the device directory number or the attendant console user name and line number; for example:

•Call directory number 35201 (directory number example)

•Direct Call to Mary Brown, Line 1 (user and line number example)

Member Option

Choose Device Member or User Member.

If you choose the Device Member radio button, complete the fields in the Device Member Information section.

If you choose the User Member, complete the User Name and Line Number fields in the User Member Information section.

Note If you specify an attendant console user and line number, Cisco Unified Communications Manager Attendant Console first checks whether the attendant console user is logged in to an attendant console and online before attempting to route the call. When you specify a user and line number, the user can log in to and receive calls on any Cisco Unified IP Phone in the cluster that the attendant console controls.

Directory Number

Choose the directory number that you want to include in the hunt group. You can access this field only if you chose the Device Member radio button from the Member Option field.

Caution If you are configuring a linked hunt group, Cisco strongly recommends that you do not include any pilot point numbers in the hunt group except as the final member. Including other pilot point numbers in the hunt group may cause a continuous route loop.

Always Route Member

If you want Cisco Unified Communications Manager Attendant Console to always route calls to this hunt group member, whether it is busy or not, check this check box. If this check box is checked, Cisco Unified Communications Manager Attendant Console does not check whether the line is available before routing the call.

For linked hunt groups, only check the Always Route Member check box when you are configuring the final member of each hunt group.

User Name

From the drop-down list, choose the attendant console user that will serve as a hunt group member. Be aware that this field is only available if you chose the User Member radio button from the Member Option field.

Only attendant console users that are added in the Cisco Unified Communications Manager Attendant Console User Configuration window appear in this list.

Line Number

From the drop-down list, choose the appropriate line numbers for the hunt group. You can access this field only if you chose the User Member radio button from the Member Option field.

Note You can add the same user to the same line only once within a single hunt group. For example, you cannot add Mary Brown, Line 1, more than once in the hunt group.

Cisco CallManager Attendant Console Server Service Configuration

From the Service Parameters Configuration window, you can set service parameters for the Cisco CallManager Attendant Console Server service. You obtain information about the parameters by clicking the ? button help icon in the upper, right corner of the window.

Caution Do not change any service parameters without permission of a Cisco Technical Assistance Center engineer. Doing so may cause system failure.

Perform the following steps to update Cisco CallManager Attendant Console Server service parameters.

Note You must activate the Cisco CallManager Attendant Console Server service on a server before the server displays in the Cisco Unified Communications Manager Attendant Console Servers list. For more information on activating a service, refer to the Cisco Unified Serviceability Administration Guide.

The window refreshes and displays all configured service parameters for the Cisco CallManager Attendant Console Server service.

Step 4 Update the appropriate parameter value. To set all service parameters for this instance of the service to the default values, click the Set to Default button.

To view a list of parameters and their descriptions, click the ? button in the upper, right corner of the window. To view the list with a particular parameter at the top, click that parameter in the Cisco Unified Communications Manager Attendant Console Server Configuration window.

Step 5 Click Update.

The window refreshes, and Cisco Unified Communications Manager updates the service parameter with your changes.

Creating and Uploading the CorporateDirectory.txt File

You can create and upload a CorporateDirectory.txt file if your centralized user list is located on a directory server that is separate from the Cisco Unified Communications Manager server. To do this, perform the following procedure:

Procedure

Step 1 On your PC, create a corporate directory file that is named CorporateDirectory.txt that contains comma separated entries for each user in the format Last Name, First Name, Telephone Number, Department. Create one line for each user in the directory. You can include empty values for fields. The system ignores blank lines and lines that start with pound (#) or semicolons (;). The following example represents a sample directory file:

Doe, Jane, 67890, Engineering

Doe, John, 12345, Sales

Doe, Rodney, 12346, Marketing

Doe, Brian, 12347, Customer Support

Smith,,,Marketing

Clark,,,

Note Be aware that the CorporateDirectory.txt filename is case-sensitive.

Tip To view a sample directory file, choose the View Sample CorporateDirectory.txt File link. Then, click the browser Back button to return to the Attendant Console User File Upload window. If you have previously uploaded a corporate directory file, you can view that file by clicking the View Current CorporateDirectory.txt File link.

Deleting the CorporateDirectory.txt File

If you want to use the user list that the Cisco Unified Communications Manager Attendant Console service generated rather than a user list that you imported from a separate directory server, you must delete the CorporateDirectory.txt file that you imported. The Cisco Unified Communications Manager Attendant Console service will generate a new AutoGenerated.txt file when the Cisco Unified Communications Manager Attendant Console service starts and when the directory sync period expires if the Directory Sync Period service parameter does not equal zero.

To delete the CorporateDirectory.txt file, use the following procedure:

Note The Cisco CallManager Attendant Console Server service will generate a new AutoGenerated.txt file when the Cisco CallManager Attendant Console Server service starts and when the directory sync period expires if the Directory Sync Period service parameter does not equal zero.

If you upgraded Cisco Unified Communications Manager to release 7.0(1), you can download the Cisco Unified Communications Manager Attendant Console plug-in. Cisco does not support the Cisco Unified Communications Manager Attendant Console with new installations of Cisco Unified Communications Manager 7.0(1), and the plug-in does not display in the Find and List Plugins window in Cisco Unified Communications Manager Administration.

If you reinstall Cisco Unified Communications Manager 7.0 on a server after an upgrade to 7.0, the Cisco Unified Communications Manager Attendant Console plug-in does not display in Cisco Unified Communications Manager Administration on that server after you install 7.0.

Cisco recommends that you download the Cisco Unified Communications Manager Attendant Console plug-in from the first node in the cluster. Cisco recommends that you save the plug-in to a location on a PC that you will remember in case you cannot access Cisco Unified Communications Manager Administration.

If you upgraded to Cisco Unified Communications Manager 7.0(1), you access the Cisco Unified Communications Manager Attendant Console plug-in from the Find and List Plugins window in Cisco Unified Communications Manager Administration. This section describes how to install the attendant console on a user PC.

Step 10 If the attendant does not have administrative privileges on the PC, grant read, write, and execute permissions on the folder where you installed Cisco Unified Communications Manager Attendant Console. By default, you install the Cisco Unified Communications Manager Attendant Console in C:\Program Files\Cisco\Communications Manager Attendant Console. For more information on setting folder permissions, refer to your operating system documentation.

Tip If you change IP addresses of the Cisco Unified Communications Manager servers or the device pool of the attendant phone changes after you install the attendant console plug-in, the attendants must close and open Cisco Unified Communications Manager Attendant Console, so the application can download the list of servers in the Cisco Unified Communications Manager group.

When you start Cisco Unified Communications Manager Attendant Console for the first time after you install Windows XP SP2, a dialog box displays that indicates that Windows Firewall has blocked some features of the ACClient application. To create an exception in the Windows Firewall, so you can continue using Cisco Unified Communications Manager Attendant Console, click Unblock. The operating system configures the exception automatically.

•Connect to the correct Cisco Unified Communications Manager Attendant Console server and directory number for the Cisco Unified IP Phone that the attendant uses with the attendant console.

After you install the attendant console, you must configure the attendant console before a user can log in to the console. Use the procedure in this section to configure settings that are not specified during installation, to view current settings, or to update the attendant console configuration.

After it is configured, the attendant console operates with the specified settings until the administrator changes them.

Note If you change the IP addresses of the nodes in the cluster, you may also need to change the IP address in the Attendant Server Host Name or IP Address field in the Attendant Console Settings dialog box.

Attendant Console Configuration Settings

Basic Tab (Cisco requires that you enter the information in the appropriate fields.)

Attendant Server Host Name or IP Address

Enter the appropriate information in the field.

Directory Number of Your Phone

Confirm or enter the directory number of the Cisco Unified IP Phone that the attendant uses with the attendant console.

If you enter a directory number that appears on more than one device, the Device Selector dialog box displays when you click Save. Choose the device that you want to use with the attendant console from the drop-down list box and click OK.

Attendant Console Client CallBack Port

If you are using a firewall, specify the port that the firewall should use to send callback messages to the attendant console client.

Valid port numbers include 0 and port numbers equal to or greater than 1023.

Advanced Tab (You can enter information in these optional fields to change the default settings.)

Path of Local Directory File

If you want the console to access a local user list rather than a centralized user list from Cisco Unified Communications Manager Administration, enter the path to the user list file on the attendant PC or network share that contains the directory information.

Directory Reload Interval (in seconds)

Enter the time (in seconds) that the Cisco Unified Communications Manager Attendant Console server waits before reloading the user list that displays in the Directory window of the Cisco Unified Communications Manager Attendant Console.

Call Processing Server Host Name or IP Address

Enter the call processing server host name or IP address if it differs from the attendant server that you specified on the Basic tab.

Local Host IP Address (for line state)

Enter the IP address that your client uses to receive line state updates.

Note If the attendant PC has two Network Interface Cards (NICs), you can specify the IP address that will receive line state updates.

Enable Trace

Check the check box to ensure that you can troubleshoot issues that are associated with the attendant console.

Enable Audible Alerts

To enable audible alerts that indicate when the attendant receives calls (incoming and broadcast), drops calls, parks calls, and places calls on hold as well as that indicate how long calls have been on hold, check the Enable Audible Alerts check box.

Configuring Held Icon Timers

The color of the held icons on the attendant console indicates how long a call has been on hold. The WaitTimeMedium parameter indicates the time before the held icon turns yellow. The WaitTimeLong parameter indicates the time before the held icon turns red. By default, the held icon turns yellow when a call remains on hold for 60 seconds and turns red when the call remains on hold for 120 seconds. To configure the duration after which the held icons change color, perform the following procedure.

Note Cisco recommends that you do not change the default values of the held icon timers.

Procedure

Step 1 Open the GlobalUI.properties files that are located on the attendant PC in the ..\Program Files\Cisco\Communications Manager Attendant Console\etc directory.

Step 2 To change the time before the held icon turns yellow, edit the WaitTimeMedium parameter.

Step 3 To change the time before the held icon turns red, edit the WaitTimeLong parameter.